Why did my chargeback dispute get ruled against me?

[MattSweitzer76]

I have a customer that made 3 order then filed a Chargeback dispute because he didn't recognize my store name when his credit card statement. I contacted the customer and he indicated it was a mistake and said he would contact the back. I included this information along with all the relavant information asked for for the chargeback and YOU (aka Shopify) still sided with the customer and marked all 3 order fraudulent even though the customer got all the items we sent them and indicated it was a mistake.

HOW IS THIS POSSIBLE!?!  What more do I have to do to prove case!

I am now out a significant amount of money without doing anything wrong!  This is unacceptable and I will seek legal advise on how to proceed if an appeal can not be filed in these 3 cases. 

The only fraud here is Shopify.

[MattSweitzer76]

This is the email from my customer…

I believe the mistake is that on a bank statement that I received showed an unknown company name, I will contact my bank and explain the misunderstanding. Sorry for the confusion. 

[Shay]

Hi @MattSweitzer76 

Thank you for sharing the details of this situation with us. I understand your concern and it's definitely important to have those funds returned to you, sooner rather than later. 

It's important to know that Shopify is not involved in the decision making process for chargeback claims opened against merchants. The decision in a chargeback is made by, and only by, the customer's bank. If the customer opened a chargeback, the bank will automatically withdraw the funds that were sent to the merchant until they have finished their investigation. This process happens automatically.

If the customer has claimed that this chargeback was opened by mistake, they can go to their bank to request a cancellation. Once the bank processes the chargeback cancellation, the chargeback in your account will be closed and the funds returned to you. 

To expedite this process you can also have the customer provide a legal statement from the bank that the chargeback has been successfully closed on their end. You can then reach out to our live support and provide that statement to our financial team to review. 

If this situation is at the stage where the chargeback was fully processed and closed, with no option to provide feedback, then that means that the customer did not cancel the chargeback as they stated. In that situation, while understandably unfortunate, that is a decision in the hands of the customer to make. 

Our live support team would be happy to review this order with you as well if you'd like real time feedback on the status of the chargeback. 

[MattSweitzer76]

So, you mean to tell me, I have to rely on a customer that has already gotten $600+ dollars a "FREE" stuff to go to their bank and ask them to fix this issue? Do you live in the real world?

They already said they would do that. I assume with this outcome, they didn't. So what do you think they will say if I ask them to "do it again"? 

This is not an answer or solution I can accept.

Why can't I contact this bank? How do I even know you eve gave them my information?

In essence, you are telling me and the rest of the Shopify store owners on other threads I've read, that I just got Shoplifted and I got to deal with it. It's the cost of doing business. 

You say this decision is not yours, But the $15 fee/fine I have to pay for all three is chargebacks is your call. 

This customer has the product he ordered. These products cost money to produce and ship to him. I did NOTHING fraudulent. Why are you penalizing me?